ANALISIS KEPUASAN PENGGUNA PADA PERPUSTAKAAN FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS NEGERI SEMARANG

Abstract

This study aims to analyze and describe user satisfaction at the Faculty of Social and Political Sciences Library at Political Science at Semarang State University based on the service experience felt by students as library users. This study uses a descriptive qualitative approach with data collection techniques through semi-structured interviews, non-participatory observation, and documentation. Informants were selected using purposive sampling from students who actively use library services. Data analysis was conducted through the stages of data reduction, data presentation, and conclusion drawing. The results of the study indicate that user satisfaction varies and is influenced by the alignment between expectations and actual service conditions. Factors that drive satisfaction include ease of access to the location, availability of study spaces, internet network support, and the relevance of the collection to the field of study. Meanwhile, limitations in physical facilities, incomplete collections in certain fields, and less-than-conducive service room conditions were sources of user dissatisfaction. These findings confirm that user satisfaction is formed as a comprehensive evaluation of the service experience felt by library users and serves as an important basis for improving the quality of academic library services.